Claiming compensation for delayed or cancelled flights: What you need to know

You’re ready to set off on your trip, scanning the screen to find your terminal number to be greeted with 'flight delayed'. Those are the two words you don’t want to see when you’re about to embark on an adventure, or an important meeting you might be late for.

However, If you’re delayed for a prolonged period there may be a silver lining in the form of flight compensation.

Can I claim compensation for a delayed flight?

There are flight delay rights in place for situations like these. Depending on the length of your delay you may be eligible to claim flight compensation, which means you won’t have to claim on your travel insurance.

If you’re travelling with an EU airline or from a European airport then, under EU law, the airline may be duty-bound to give you food and drink and provide accommodation if you’re delayed over 2 hours. 

When can you claim flight delay compensation?

When you'll be able to claim for compensation usually depends on the distance of the flight and the countries it’s flying between.

In general, you may be able to claim for a flight delay if your journey falls under one of the following:

Source: Citizens Advice

If this doesn’t apply to your journey and you’re having problems getting compensation from the airline, don't panic. It’s worth checking with your travel insurance provider to see if you can make a claim.

You could be entitled to get compensation if your flight is more than 3 hours late, and the airline’s at fault. But, if the delay is out of the airline’s control you may be unlikely to receive compensation.

Here are some extraordinary circumstances that could invalidate a claim:

• Bad weather: such as thunderstorms, snow, high winds, heavy rain and thick fog.
• Natural disasters: like volcanic ash or a hurricane.
• Ill or disruptive passengers: if a passenger falls ill, for example.
• Airport staff strikes: if staff at the airport strike unexpectedly.
• Bird strike: such as a collision between the aircraft and a bird, or a foreign object.
• Political circumstances: this includes things like security risks, or terror attacks.

Pilot illness is often considered an 'extraordinary' circumstance, too. This means that compensation isn't offered for cancellations made because of this reason. But the Supreme Court has recently ruled against this.

Now, if your flight has been delayed or cancelled because of pilot illness, you can get flight delay compensation. In fact, you could get up to £520 per person.

Helpful hint: If your flight is delayed for more than 5 hours, you could choose not to travel and have a full refund instead. In this situation, the best thing to do is to speak to your airline for further assistance.

How much compensation can I get for a delayed flight?

The the amount of flight delay compensation you may be eligible for depends on:

• The flight distance
• Length of the delay
• If you’re flying to an EU or non-EU destination.

You need to contact the airline to claim for a delayed flight. Before you get in touch with the airline’s customer service department it’s helpful to get everything ready:

• Have your flight details to hand including booking reference numbers
• Prepare what you're going to say. Make it clear what went wrong and exactly what you want from the airline. If you’re unsure, a quick internet search could provide you with professional templates.
• Keep a copy of your claim and any messages from the airline in case there are any issues with your flight delay claim.

Can I claim compensation for a cancelled flight?

If your flight is cancelled then you have the legal right to either a full refund or a replacement flight to your planned destination.

You can claim a refund for your flight at the airport, or apply direct to the airline once you are home. However if you decide to get a replacement flight it’s important  to be aware that your airline is legally obliged to provide:

• Food and drink
• Phone calls and emails
• Accommodation if you are delayed overnight
• Transport costs between hotels and airports
• If taking a replacement flight you may also be entitled to compensation.

When can you claim flight cancellation compensation?

You can usually claim flight cancellation cover in the following situations:

• If the cancelled flight was leaving from the UK. This applies to all airlines.
• If the cancelled flight was leaving from the EU, Iceland, Norway or Switzerland. This applies to all airlines.
• If the cancelled flight was meant to arrive in the UK. To get flight cancellation compensation, you'll need to be flying with a UK or EU airline.
• If the cancelled flight was meant to arrive in the EU. To get flight cancellation compensation, you'll need to be flying with a UK airline.

Remember, to be eligible your flight must have been cancelled less than 14 days before departure and delay your arrival by two or more hours. Again, your compensation will also vary according to the length of the flight.

How much compensation am I entitled to?

The table below shows compensation for flights cancelled less than 7 days before departure:

For flights cancelled within 7-14 days of departure, the following compensation will apply:

Source: Citizens Advice

When might you not be able to claim flight cancellation cover?

There's a few instances where you may not be able to claim flight cancellation cover:

• If the flight was cancelled due to unforeseen circumstances. This can include things like natural disasters and industrial action.
• If the flight was cancelled due to a delay in airport processes. If you were unable to get to your flight because of delays in the airport. For example, a long queue at security.

Does travel insurance include flight cancellation cover?

Travel insurance usually doesn't cover flight cancellations as standard.

They generally offer standard cover for:

• Lost, stolen or damaged luggage. If your luggage is accidentally lost, stolen or damaged. This can also include personal possessions, like replacing your passport if it was stolen.
• Emergency medical treatment. If you're ill or injured and need to receive emergency medical treatment.
• Repatriation. If you need to be flown home to the UK for medical treatment.
• Personal liability. If you cause an accident or accidentally injure someone.

Flight cancellations are normally dealt with by airlines. So, you should contact the airline to see if they can offer compensation.

Sometimes, flight cancellation cover can be offered by travel insurance providers. Here are some of the main scenarios that travel insurers might offer flight cancellation cover for:

• If you're ill or injured
• If you've been called to jury duty
• If you've been made redundant
• If your destination is no longer safe to travel to
• If you've experienced bereavement
• If you have a flood, fire or burglary at your home close to your departure date

Helpful hint: You might also have ATOL protection. This can protect you if your travel company goes out of business and is forced to cancel your flights.